"Suggest improving admin"

I received a text message on 11th July to say that I was expected to attend Hertford County Hospital on 16th July and I should respond to the message to confirm or cancel the appointment. My regular 6-monthly appointments at Hertford are in the Neurology Department and the next one isn’t due until 3rd September. Since I could find nothing in my diary or in the file of written correspondence from the hospital about an appointment in July, I tried telephoning for clarification. After six or seven attempts over the next 24 hours, and never getting higher than 25th in the queue, I gave up and decided I had to confirm the appointment. On arrival at the hospital I presented myself at reception in Neurology and explained the situation. The receptionist was very patient, said I didn’t have an appointment there and suggested I should ask at other departments in the hospital. The receptionist in the main lobby had no record of an appointment for me, nor did the receptionist in Phlebotomy. However, the receptionist in Radiology did confirm that I was expected for a bone-density scan. This was duly completed. It seems that my GP (last seen in mid-April) had requested this test and the results will be sent to him.

While I have to say that all the staff at the hospital were polite and helpful, their time and mine could have been saved if the text message about my appointment had specified which department and for what purpose.